Customer Service Support III

About the role

CGI Federal is seeking Support Associates with experience in customer service and handling sensitive information. The position involves processing passports and other documents, interacting with customers, and maintaining electronic records.

Responsibilities

• Prepare and mail envelopes with correct passport and supporting documents.
• Box and archive files for storage purposes.
• Interface with Passport applicants at information and call centers.
• Ensure appointments are scheduled and review Passport applications, photographs, and supporting documentation.
• Operate equipment for scanning, image review, book printing, and quality control.
• Process refund/reimbursement requests and generate credit card payments.
• Assist with customer service outreach activities and training.
• Assist in maintaining and cataloging electronic records of passport acceptance facilities.
• Distribute newsletters and other correspondence to staff.
• Contact applicants to request necessary documents.
• Generate correspondence to resolve application discrepancies.
• Review Passport application data to ensure accuracy.
• Handle complaint letters/phone calls and perform administrative reviews.
• Train lower-level Support Associates and assist with “not issued cases.”
• Communicate with stakeholders and conduct research on Passport cases.
• Perform analyses on suspended applications and identify trends.
• Conduct research and provide recommendations based on findings.
• Participate in customer service outreach activities.
• Conduct research and provide recommendations based on findings.
• Conduct research and provide recommendations based on findings.

Requirements

• Ability to remain flexible and adapt under pressure.
• Capable of performing repetitive tasks with high accuracy.
• Bachelor’s Degree OR 4 years of experience as a Support Associate Level II or III OR 4 years of experience in a high-volume production environment.
• Three years of experience with Microsoft Office.
• Knowledge and understanding of U.S. Passport laws, rules, and regulations.

Qualifications

• US Citizenship and ability to obtain a Secret clearance is required.

Skills

• Excellent communication skills.
• Experience in customer service.
• Teamwork and adaptability.
• High level of accuracy and attention to detail.
• Microsoft Office proficiency.
• Knowledge of U.S. Passport laws and regulations.

Benefits

• 401(k) Plan and Profit Participation.
• Paid Time Off (PTO).
• Paid Federal Holidays.
• Health & Welfare Benefits.
• Share Purchase Plan (SPP).

Pay

$23.01/hour, plus $5.09/hour toward benefits.

Schedule

This position may require long hours of standing and frequent lifting and carrying up to 45lbs.